Monthly Archives: April 2017

How to Boost Customer Engagement Through Multiple Channels

By | CCM, CRM, Customer Communication Management, Customer Engagement, Uncategorized | No Comments

When it comes to communicating effectively with your customers, consistency is absolutely crucial. Consistency breeds trust and it also helps you develop a strong brand identity. Customers are more likely to engage with an organisation that they trust and feel confident in. On the other hand, inconsistent brand messaging and communication are likely to have the opposite effect and can even drive customers away from your business.

Increasingly, customers are engaging with organisations through multiple channels, from email to social media to a mobile app. They may switch between different channels and they want to access their details, process transactions and interact with your business at all times and from anywhere they might happen to be.

According to mynewsdesk.com, today’s customers expect to be able to retrieve their information and have a consistent experience across all these different platforms and this expectation is only going to grow in the future.

Customer experience has never been more important than it is today and this means you need to be able to deliver your customers the right message whenever they come into contact with your business. Due to the range of choice that today’s customers enjoy, if your organisation isn’t delivering the great experience people expect, they are likely to leave and just go elsewhere.

Fortunately we also live in a time where we have the technology and the means to provide a consistent customer experience and it doesn’t have to be too difficult or time consuming. Purpose designed CRM and CCM platforms allow you to deliver a multi channel experience by gathering data from customers and tracking their information across different channels, allowing for a more integrated experience.

All this data is then easily retrieved from any device, by call centre or customer service staff when communicating with a customer, or via the customer themselves from their mobile, laptop or tablet. This guarantees a consistent, unified message is delivered across all platforms.

Using the right automated communication management solution, organisations can track and capture all the data they need regarding customer engagement across the different channels. Many automated CCM platforms automatically update customer information and activities in internal systems and automate personalised follow up communications that are relevant to each individual customer.

Multi channel communication is the foundation of any great customer experience. By using the power of data and automating your communication processes you can save costs and provide your customers with a better experience that’s tailored to their individual needs across multiple channels.

Why You Should Use Mobile Technology to Engage Customers

By | Changing Technology, Customer Engagement | No Comments

In case you hadn’t noticed it, mobile is here. The switch to mobile has been taking place over the last few years but in spite of mobile’s widespread use, a surprising number of organisations are still not using it to its fullest potential.

Often this is due to the challenge of switching their customer communications to a mobile-based platform. At other times it could be because of out-dated assumptions and beliefs or just a lack of understanding of how important mobile is to customers, and how that will increase in the future.

If you’re not sure whether it’s worth investing the time and money in mobile customer communications, according to opentext.com, here are a few of the benefits you can expect if and when you do:

  • Reduced costs. This is a big priority for many organisations. While there may be an initial investment involved in setting up mobile systems and migrating to them, once they are up and running there is far less need for printed communication, and thanks to automated features that make up a big part of many mobile platforms, you can also reduce staffing costs.
  • Better customer engagement. An engaged customer is usually a happy and loyal one and this is important as we move into a more competitive business environment in the future. More and more businesses are focusing on customer experience and mobile lets your customers interact with your organisation wherever and whenever they like. If they aren’t on mobile already, chances are your competitors will be soon and unless you can keep up, you’re likely to fall behind.
  • Easier agility and innovation. Innovation is the key to standing out among the crowd and mobile lets you be more innovative in your customer communications. Mobile platforms are also easier to scale and they are generally more agile, meaning you can respond to changing customer expectations faster than using a desktop based customer communication platform.

Engaging your customers through mobile technology means you can offer a much higher quality of experience and interact with them on a whole new level.

There are so many reasons why you should be using mobile now, and in the future we will no doubt see many more. Instead of asking yourself whether your organisation can afford to connect with your customer over mobile, it might be better to ask if you can afford not to.

Digital Transformation Appliance

CoTé’s Digital Transformation Appliance

By | Changing Technology, Digital Transformation, Uncategorized | No Comments

CoTé Software & Solutions is proud to announce the launch of its latest product offering a Digital Transformation Appliance – The NextUs™

Using patent pending technology the CoTé NextUs™ connects into a companies network and automatically starts to transform any business from Analog laggard to digitally connected brand.

“Plug it in and watch your business transform”

Our unique artificial intelligence and chat bot technology discusses the necessary changes with Employees, Managers and Executives in order to make a digitally savvy business. The NextUs™ integrates with many of the latest HR systems in order to make the decisions necessary to staff and organisational structure changes. Its open architecture assists with cultural change and reducing organisational silos.

The NextUs™ will connect all the legacy and modern technologies via API’s to provide a seamless integrate digital customer experience at the click of a button.

Deployment of the appliance has never been easier, it can be offered into on premise data center or as a cloud service, Hybrid, Hybrid private, public or even private public hybrid.

OK you got us, it’s the 1st of April  – There is no Appliance for Digital Transformation, no silver bullet.

However we did build Virsaic™ it help orchestrate and converges all your customer interactions and communication into one platform.

BPM+CCM Image

Virsaic™ is its independent digital offer. A true ‘Platform as a Service’ (PaaS), Virsaic™ is digital by design empowering organisations to deliver digital engagement first; Mobile, Web, and email, followed by the traditional more expensive print and mail channel. Virsaic™ enables rapid implementation using configuration based template creation through your browser rather than code.
Virsaic™ represents the convergence of digital customer communication management and business process automation and is ideally suited to industry sectors where information management and customer engagement is a competitive advantage.
Virsaic™ can be deployed as components or modules that are added to other applications to form part of a broader digital customer engagement solution such as various CCM, CMS, CRM, ECM and BPM all delivered as a service. Virsaic™ is also an end to end solution; including content management, communication management, archival, workflow, distribution (Physical and Digital) and reporting. Virsaic™ modules are outlined below;

 

virsaic modules

 

Virsaic™ leverages the power of Microsoft Azure cloud in Australia and provides services to some of the largest Insurers, Wealth, Super and Banking Companies in Australia.

What to know more? Contact us today!

For more information, visit www.cote.com.au or www.virsaic.com.au